Report Types

Hi,

Two reports that I will need to have in place before I can make a purchase decision are:

* Number of Contacts per Call, this is defined as the number of times a support person was contacted by a user to fix a specific problem. In other words, if a ticket is created and the user contacts the support person more than once we are able to count each instance.

* Duration of Ticket. The actual time it took to move the ticket from open to close.

If you have these reports available, or if you have a way for me to create my own reports, I would be able to recommend your product for purchase.

Thank you for your help.

Phil Trabaris
ptrabaris@infinityresourcesinc.com
630-775-3300 x5114